Genesys Cloud CX is licensed per user. Each user holds an edition, CX 1 to CX 4, and the organisation counts those users on one model, named or concurrent, with an hourly option for occasional users. The pricing page presents the four editions with USD list prices per user per month billed annually and states that listed prices are based on an annual commitment, are for information only and are subject to change, and that usage-based pricing may apply.[1]
Editions
| Edition | Positioning on the pricing page | List price (USD, Named, billed annually) |
|---|---|---|
| CX 1 | Voice contact centres and associate users | 75 per user per month |
| CX 2 | Omnichannel contact centres with quality assurance and compliance | 115 per user per month |
| CX 3 | Omnichannel contact centres with full workforce engagement management | 155 per user per month |
| CX 4 | Omnichannel with more AI experience, including 30 AI Experience tokens per named agent | 240 per user per month |
All four rows are from the pricing page.[1] Each edition includes the voice channel, speech-enabled IVR, outbound campaigns, analytics and reporting, unified communications and the associate experience for workspace and mobile.[1] The editions diverge on the following points of the comparison table:[1]
| Capability | CX 1 | CX 2 | CX 3 | CX 4 |
|---|---|---|---|---|
| Digital channels and omnichannel routing | Add-on | Included | Included | Included |
| Workforce engagement management | Add-on | Add-on | Included | Included |
| Speech and text analytics | Add-on | Add-on | Included | Included |
| Predictive engagement | Add-on | Included | Included | Included |
| Journey management | Add-on | Add-on | Add-on | Included |
| AI Studio, virtual agents, predictive routing | Tokens | Tokens | Tokens | Tokens |
| Agent Copilot functions | Tokens | Tokens | Tokens | Included |
Where the comparison table says Tokens, the feature consumes AI Experience tokens; see Genesys Cloud AI Experience tokens. Agent Copilot is automatically included in CX 4, while CX 1, CX 2 and CX 3 licences can obtain it through AI tokens.[11]
Digital editions, EX and Communicate
Genesys states that digital-only licences are available: CX 2 Digital and CX 3 Digital, for companies operating in a digital-only environment.[1] The pricing page gives no list price for these (CX 2 Digital, CX 3 Digital). Genesys Cloud EX is a separate base licence for workforce engagement and employee experience. An EX organisation does not handle interactions inside Genesys Cloud but can synchronise configuration, voice interaction and recording data and email interaction data from an external platform.[7] Communicate is the unified communications capability. CX 1 to CX 4 licence holders have it by default and are billed under their edition, with a month-to-month list price of USD 12.00.[5]
Metrics
Named
With a Named licence, a named user may access Genesys Cloud at any time, and if 100 people need access, even if not at the same time, 100 named users are required.[1] Genesys counts anyone logged in during the billing period as a billable named user, regardless of how long they were logged in, and bills the highest user type licence that user held in the period.[2] The practical consequence is that a user who briefly holds a higher edition during the month is billed at that edition for the whole period. Catalog row: Named user.
Concurrent
A Concurrent licence covers a defined number of users who may use the platform simultaneously during a billing period; the pricing page says a premium is charged for concurrent licences and that named and concurrent models may not be mixed.[1] The billing overview explains the calculation. Genesys uses presence data to count how many users were logged in at each moment, builds a data set of quantities and their durations, and drops peaks that do not accumulate at least 30 minutes, with peaks allowed to occur in non-contiguous intervals.[3] It then identifies the users present in the most time slices until the peak is reached. The charge reflects the highest-level licence among those users, calculations are limited to one organisation, and if a concurrent model is selected all CX 1 to CX 4 users are licensed as concurrent.[3] Catalog row: Concurrent user.
Hourly Interacting and Hourly Logged In
Hourly Interacting is a usage-based licence that bills users only for the time they actively spend on interactions, offered as an alternative for low-volume or irregular users.[1] It is meant to be used alongside a general Named or Concurrent subscription, is available by default to new named and concurrent customers and to existing customers on renewal, and is enabled per user through the Hourly Interacting User role.[4] Time counts when the user’s Routing Status is Communicating or Interacting; voice, chat, video, work items and callbacks are metered, while email and messages are counted but not charged.[4] Users who hold administrative or supervisory permissions are disqualified and moved to full monthly metering under the named or concurrent model.[4] The same page lists the licences against which interacting time is counted, including CX 1 to CX 4, the Digital editions and the digital and WEM add-ons.[4]
The older Hourly Logged In model meters total time logged in, cannot be ordered alongside Named or Concurrent, and applies to all users including administrators; an organisation on it must switch to Named or Concurrent to use Hourly Interacting.[4] Catalog rows: Hourly Interacting and Hourly Logged In.
Counting / floors
Genesys Cloud assigns licences automatically by default: each role has an associated licence reflecting the level of permissions assigned to the role, and users can be added at any time subject to the rates on the contract.[9] To increase annually committed seats the customer contacts its client success or sales representative; otherwise usage above the commitment is billed at the overage or month-to-month rates on the contract.[9] Users above the contracted count are billed monthly in arrears at the on-demand per-user rate on the Services Order, which generally matches the subscription rate, and Genesys states that fair use policies do not apply to users.[10] In its worked example, 138 peak users against 80 contracted gives 58 billable overage users.[10]
Because role-based assignment can raise a user’s licence level without a purchase decision, a reconciliation should compare the Billable Usage or Concurrent Usage report with the People page and the login history, which the billing overviews recommend for self-service reconciliation.[2]
Virtualization & partitioning
No virtualisation or partitioning metric applies to the hosted Genesys Cloud licences. The boundary that matters is the organisation: concurrency is not computed across organisations, so splitting users across two organisations can change the peak.[3] The wiki does not state any Genesys document that addresses deliberate splitting for licence purposes.
Cloud / BYOL
Genesys Cloud CX is subscription-only. The agreement grants a non-exclusive, non-transferable, revocable right to authorise individuals in the customer’s organisation, Affiliates and contractors to use the Materials for internal business purposes during the Subscription Term.[13] There is no bring-your-own-licence construct for the platform itself. Telephony can be consumed through Genesys Cloud Voice or the customer’s own carrier, with the latter governed by fair use minutes.[1]
Programs
Add-ons
Genesys lets CX 1 and CX 2 customers extend certain capabilities to a subset of users with add-ons instead of buying a higher edition for everyone.[1] Month-to-month list prices on the pricing hub, in USD per user per month, include:[5]
| Add-on | Named | Concurrent |
|---|---|---|
| CX 1 Digital Add-on II | 55.00 | not listed |
| CX 1 WEM Add-on II | 65.00 | 95.00 |
| CX 2 WEM Add-on I | 40.00 | 60.00 |
The WEM add-on is triggered by behaviour as well as by assignment. Users are billed when they hold WEM-related administrator permissions, when they are subject to a WEM capability such as a schedule, evaluation, survey, coaching session, training module or gamification, or when explicitly given the WEM upgrade permission.[6] For CX 1, quality management features incur WEM charges; the same functionality is included in CX 2.[6]
Other listed add-ons include a hosted analytics add-on priced per agent with a one-time enablement fee, a Journey Management add-on for CX 1 to CX 3 and the Digital editions (included in CX 4), and integrations with Salesforce and ServiceNow.[5][8] Catalog rows: Analytics add-on, Journey Management add-on and CX Cloud from Genesys and Salesforce.
Trial
GCX Activate is a free trial of full platform capabilities that only the Genesys sales team can provision. It allows up to 10 simultaneously configured users and 3 OAuth credentials, calls up to 10 minutes, and does not support outbound calls, port numbers, BYOC or outbound email campaigns.[12]
Out of scope
This article does not cover AI Experience tokens, fair use allocations, messaging and SMS pricing, Genesys Cloud Voice, AppFoundry apps from Genesys or third parties, or on-premises products. Customer-specific discounts, ramped terms and partner pricing are not published and are not described.